Frequently Asked Questions


If goods undergo damage during transport, the customer is obliged to draw up a damage protocol in the presence of the courier delivering the package. More information available in Premier Group cooperation terms and conditions.

What is the durability of Hydrocolor, Onglaze, Inglaze dyeing?

All coatings we apply are resistant to household chemicals, water and washing in dishwashers up to 50-1500 cycles, depending on the type of coating.

What are order completion times?

Order completion time is 7-21 business days and it depends on the ordered volume and the number of orders we are currently processing. We specify the completion date when confirming the order.

What is the quantitative tolerance for the ordered assortment?

If the quantity discrepancy is up to 3%, the order is deemed to have been completed in full.

Delivery of the ordered goods

Ordered products can be collected by the customer personally or through a forwarding company with which the contractor entered into an agreement. Each time the cost of transport is specified in the offer.

What does the partner zone include?

The partner zone features:

  • high resolution pictures

  • access to a website creator thanks to which you can create a website with advertising ceramics for your company as our partner. Select colours, place your logo and provide your contact data (e.g. yourcompanyname.mugs.pl)

  • access to quick support in the form of a chat with our sales department

  • access to our newsletter

  • sales and promotions are available only for registered users

What is the minimum number of products I can order?

The smallest order which will pay off for both parties is 100 items. However, if you need a smaller number, please send us an inquiry. We are sure that we'll be able to find an optimum solution.

Is it possible to offer products which are not on the offer?

Certainly. The offer of factories in Europe features over 200 000 items. We are able to find exactly what you are looking for or we will produce it for you if you provide us with a physical model or a technical drawing. Remember that you should have copyrights to the special products you order.

How to prepare the design for printing?

  • vector graphics in Corel or an EPS format file

  • fonts converted into curves

  • resolution for raster projects: 300 dpi

  • we recommend defining colours according to the Pantone scale

  • sublimation - a 300 dpi jpeg file

Can Pantone colours be reflected on porcelain?
kolorów Pantone?

Yes. There is such a possibility after choosing a print with the use of organic decal (polylux). This technology allows for applying print on ceramics in any Pantone colour.

In ceramic decal the shades of colours after burning may differ depending on the quality and colour of the porcelain and porcelite, the thickness of paint and temperature of burning. Ceramic paint colours do not have Pantone designations and cannot be directly compared to this scale. Differences in colour shades up to 15%, however, are not subject to complaint.

Which technology is best for a photography-quality print?

The sublimation technology fields the highest quality of print (comparable to the quality of a photograph). This technique, however, cannot be applied in all shapes of products. The alternative is Xpression decal.

What does full colour print mean? Are there always 4 colours?

A full colour print design is divided into four basic colours: cyan, magenta, yellow and black (CMYK). However, the image on the screen does not always correspond to the final version of the print on porcelain which may be achieved with the use of decal technology. If we want colours to be very vivid (e.g. red, orange, pink)

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Cooperation terms and conditions

For the customer

Orders are placed on the supplier's order form (available for download at www.premiergroup.pl), specifying the model, ceramics or glass colour, number of decorative elements, location of the decorative elements, method of packaging and collection, and order completion date. When placing the first order, you are required to send company registration documents electronically together with cooperation and order terms and conditions applicable at Premier Porceline signed by the owner or an authorised person. Provide a 1:1 scale design in corel v16 or lower or an .eps or .ai  file (all elements converted into curves) with colour specification according to Pantone. Raster designs should be sent in the .tif format, scale 1:1, resolution 300 dpi. We also expect to receive a visualisation of the location of the print on the ordered item. Graphic designs can be sent via our website www.premierporceline.com. After receiving the order, we send a confirmation via email which specifies the order completion date and price.


The prices are defined on the basis of the current price list. The prices do not include transport costs. Ceramics and glass are packed in original cartons, unless it is a standard practice to pack certain products differently. There is a possibility to order packagings currently available on offer. Prices quoted in offers and price lists are net ex-works prices


Colour fidelity in ceramic and glass decal may differ from the design even by 15%, depending on the selected surface and colour. Conducting a test is recommended. Technological trial includes the cost of pre-print + euro 50 net for each prototype. 50 % of the pre-print cost is deducted from the value of the order, provided that the order is placed within 7 calendar days as of receiving the prototype. After this time, the pre-print settings are cancelled and if an order is made, the customer is charged with the cost again.

Print colours and options and customer responsibility

FULL COLOR is understood as CMYK. One colour (white) should be added as underprinting in colour products and glass. CMYK prints differ from CMYK print using the offset or any other technology. A design in the form of a PROOF is treated only as an indicator of the intended final effect. The fact that print on ceramics will not be of offset / printer quality should be taken into consideration. We always recommend conducting a technological trial. By not doing so, the customer assumes the risk of colour discrepancy and incompatibility between the print and the design and the contractor will accept no claims in this respect. Pantone print is understood as composed of single colours. When printing on colour surfaces, an additional colour is added as white underprinting. There is a possibility to combine Pantone colours with CMYK print. Each production file should be prepared with the colours that are to be used in printing. The contractor does not assume the risk for making a mistake of selecting the wrong shade of colour, even if the customer orders the contractor to select the colours himself. The customers bears the costs of pre-print each time he orders the production of print. If the design is changed after the pre-print, the cost of the pre-print is charged again in the amount corresponding to the number of used colours.

HydroColor / Soft Touch

Thanks to the HydroColor technology, we are able to offer innovative solutions for dyeing ceramics. This technology translates into a wide range of colours, but it is technically impossible to ideally repeat the colour combination after some time. Ceramics dyed according to colour data sheets is resistant to washing in the dishwasher. The resistance is 100-1000 washing cycles and it depends on the colour and type of coating. If the Soft Touch coating is used, it is possible that the final colour will be close to the intended Pantone colour. The tolerance is 10%. Due to the specificity of paints and their optical properties, the contractor reserves the right that there might be a colour discrepancy. Coating by hydro-glaze on inside surface of the mug create a risk of discolouration this surface in reaction with some of the food products. Discolouring of inside coating by hydro-glaze is not under producer guarantee.  


Only goods qualified as damaged or considered inconsistent with the order are subject to complaint. We shall not be held liable for damage resulting from transport by a forwarding company. Information on any quantity and quality inconsistencies shall be communicated in writing within 7 calendar days as of the date of receipt of the goods by the customer. A damage protocol drawn up on the date of delivery in the presence of the courier should be attached to the complaint. The customer shall incur any and all costs pertaining to delivering the claimed goods to the contractor. Complaints shall be processed within 7 business days as of the date of receipt of the claimed goods. Only the claimed product can be subject to complaint. The producer shall not be held liable for customer's goods (ceramics, glass) delivered for decorating. After re-selling the goods or after they have been further processed, all quality and quantity related complaints are transferred to the customer. After accepting the complaint, the company shall replace the faulty goods with goods which are free from defects in the shortest possible time. The producer's liability is limited to the value of the order placed. In the case of making a complaint concerning the print on the customer's item, the liability on the part of the contractor shall be limited to the value of the order and the contractor shall not be held liable for damage caused by the customer - we recommend running technological tests. Colours of the print shall not be subject to complaint if the customer did not order a prototype before making the final order. Porcelite and porcelain with pinholes up to 1mm and grey or black sports (up to 5 pieces/item) are not subject to complaint. Decal application tolerance is 3mm in either direction. Differences below 3mm are not subject to complaint. An order is considered completed when quantity tolerance amounts to 3% of the ordered volume.


When placing an order, the customer makes an advance payment in the amount of 30% of the value of the order; the remaining amount is payable against receipt or before the delivery, depending on individual arrangements. Each customer is obliged to provide its company registration documents. In the event of a failure to meet trade credit conditions, the customer will make payments in cash. Interest accrued for failure to make payments in a timely manner is four times the lombard rate, payable without any additional call for payment. If the customer is in default with payments for previous orders, we reserve the right to withhold the completion of next orders. The contractor charges a storage fee for goods which were not collected by the customer on time. This fee is eur 10 net for each pallet space for each calendar day of storage. One pallet space is understood as goods in the number of 10-800 items. This fee will be charged after 7 calendar days following the planned date of releasing goods until the day the goods have actually been collected, inclusive of the day. The goods will be released after the storage fee has been paid against a VAT invoice.

Inglaze / Onglaze

Contractor by using porcelain coating technology with application of ceramic paints offers durable, mechanic and chemistry resistance products according to limited colour pallet. Colouring technology Inglaze with burnout in 1200ºC is characterised by full mechanic - chemistry resistance and products with this decoration are able to cope with the most restrict gastronomic tests. Onglaze technology is connected to burnout in 860ºC. Porcelain decorated by this method is also mechanic - chemistry resistance, with more extensive colours pallet than Inglaze. Onglaze technology is using only for coating insides of the products.


All of the above terms and conditions apply to all customers, unless changed by a separate agreement. The customer agrees that ready works will be used to present the company's technical possibilities in terms of printing quality. The customer bears full responsibility for copyrights to designs to the extent necessary to complete orders. The contractor reserves the title to the ordered goods until the moment the customer pays the payable amount. Any disputes arising as a result of the performance of the above terms and conditions will be settled amicably to the extent possible. If the parties fail to reach an agreement, the dispute will be referred to a court having jurisdiction over the contractor's seat. Apart from the interest on default, the contractor has the right to charge a flat-rate fee in the amount of EUR 40, which is to compensate the creditor for the costs of debt collection. The above is stipulated in Article 10 of the Act of 8 March 2013 on payment terms in commercial transactions.

By placing an order, the customer accepts
the above terms and conditions